Product Support Engineer

Oslo, Norway / London, UK

Exciting opportunity for a new graduate to join our engineering team.

About Vaion

Vaion was founded in February 2018 by a very experienced team to revolutionize a multi-billion dollar security market with cutting-edge hardware and software, applying the latest advancements within machine learning, computer vision, and design. Right now, we are in the process of strengthening the initial engineering and commercial team for our product, so this is an incredible opportunity to enter an exciting and innovative company right from the beginning. Join us if you want to challenge and disrupt an existing technology market and have fun on the way.

The role

You will love this role if you enjoy solving complex problems! You will become the bridge between our partners and the development team, and you will quickly become critical to the business.

Working alongside the hardware & software development engineers, and closely with our global sales partners, Vaion’s Product Support Engineering team is the external-facing side of the R&D organization. Vaion is justifiably proud to hire support engineers who are recognized as the best in the industry.

First-line support is provided by Vaion’s reseller network. Issues they cannot resolve are escalated to the R&D Product Support team. Your role involves investigating, solving, and managing these often difficult and challenging issues.

To be successful, you will have to work closely with R&D, product test group, sales, the documentation team and resellers in replicating and diagnosing issues. You will need to meet tight deadlines, sometimes under pressure, while effectively managing priorities and communicating progress.

One of the great attractions of the role is the detailed knowledge you will gain on the full functionality of the Vaion advanced video security products as well as many leading 3rd party products. Coupled with this, support staff are likely to have the opportunity to travel overseas from time to time, and though this is not a compulsory part of the job it is a great chance to be directly involved with the ­leading companies who run the biggest and technically most advanced Video Surveillance Products and networks in the world.

Main duties and responsibilities

  • Become an expert on all of our products, on related industry products and how they are used together.
  • Take ownership of escalated support issues and ensure each one is managed through to the point that it is resolved to the customer’s satisfaction and within established SLA’s.
  • Minimize development and test times by gathering accurate descriptions of environments and symptoms seen by customers and providing expert insights.
  • Reproduce customer issues in our support lab and troubleshoot complex functional and integration issues by analyzing logs by using deep inspection tools (e.g., network packet traces).
  • Engage with the development and test teams to demonstrate how to reproduce problems
  • Test code changes and “workarounds” to verify fixes.
  • Provide accurate information on the status of support cases and communicate progress back to customers.
  • Provide expert advice on our products to the sales and support teams.
  • Contribute to an ongoing program of process improvement
  • Assist the technical documentation group with content for the product and support documentation
  • Occasionally you may need to undertake site visits to customer locations

Candidate Profile

We are looking for outstanding recent graduates who possess excellent technical problem solving and communication skills. We are looking for individuals who can learn very quickly "on the job" and enjoy the challenge of rapidly assimilating new technology and products. The client-facing nature of these roles means all candidates must have good written and verbal communication skills and be able to perform well when under pressure.

British educated candidates must have achieved at least A, B, B at A level (ideally straight A grades) plus a 2i or 1 st class honors degree in Computer Science, Engineering, Science and Maths. If educated outside the UK, you need to have achieved the same standard.

Top skills

  • A passion for solving complex problems and reverse engineering things.
  • Some level of programming skills, e.g., Python
  • Genuine interest in learning about new technology
  • Good verbal and written communications skills
  • Working knowledge of Linux and associated tools
  • Experience with working with PC hardware
  • A good technical degree.
  • Some knowledge of networking products and technologies (such as; TCP/IP, Ethernet, VoIP, Switches, Video surveillance cameras would be an advantage

Vaion Graduate Programme

Every new graduate hire is assigned a mentor who will be a senior member of the development team, and your mentor is responsible for overseeing your development through the first few years of your career ensuring that you are given the necessary support and guidance as you develop your career as a software developer.

The offer

  • Incredible technical challenge
  • Immediate input into product development.
  • Competitive salary
  • Equity
  • Visa Sponsorship available
  • Vaion graduate development program

How to apply:

If it sounds like you would be a good fit for us, please email a CV and portfolio to Marcus at hiring@vaion.com.
Our interview process is very informal - don't bother wearing a business suit! Just come prepared to talk about your experience, interest in technology, and meet our team.

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